Download RIM BlackBerry Enterprise Server Small/Medium Business Edition for Microsoft Exchange (PRD-02414

Administration & Getting
Started Guide
BlackBerry Enterprise
Server Management
(MMC Snap-in)
Software for Microsoft
Exchange 2000
Version 2.1
BlackBerryTM Enterprise Server Management (MMC Snap-in) for
Microsoft Exchange 2000 Administration & Getting Started Guide
Last revised 06/20/01
Part Number: MAT-03735-001
At time of printing, documentation complies with software version 2.1
© 2001 Research In Motion Limited. All rights reserved. The BlackBerry
and RIM families of related marks, images and symbols are the
exclusive properties of, and trademarks of Research In Motion Limited.
RIM, Research In Motion - Registered in the Canadian Intellectual
Property Office and U.S. Patent and Trademark Office. All other brands,
product names and company names mentioned herein may be
trademarks or registered trademarks of their respective holders.
Windows 95/98/2000, Exchange, and Outlook 97/98/2000 are either
trademarks or registered trademarks of Microsoft Corporation.
Warning: This document is for the use of licensed users only. Any
unauthorized copying, distribution or disclosure of information is a
violation of copyright laws.
While every effort has been made to ensure technical accuracy,
information in this document is subject to change without notice and
does not represent a commitment on the part of Research In Motion
Limited.
For more information on BlackBerry, call 1-877-255-2377
Research In Motion Limited
295 Phillip Street Waterloo, Ontario
Canada N2L 3W8
Tel. (519) 888-7465 Fax (519) 888-6906
Web site: www.rim.net
Email: [email protected]
Printed In Canada
Contents
Overview ...........................................................................................5
Before you begin .......................................................................5
About the BlackBerry Enterprise Server................................5
About BlackBerry Enterprise Server Management (MMC
Snap-in) ......................................................................................6
About this guide........................................................................7
In your package.........................................................................7
Server-level administration .........................................................13
Adding a server.......................................................................14
Modifying server system information .................................17
Removing a server ..................................................................21
Adding users (server level) ...................................................21
Administering existing users ................................................26
Exporting user information ...................................................27
Refreshing the database .........................................................28
Monitoring Redirection..........................................................29
Adding Global Redirection Filters .......................................29
Adding handheld licenses .....................................................35
Sending an All Points Bulletin ..............................................35
Viewing/editing system information ..................................37
Importing system information..............................................38
Exporting system information ..............................................39
Viewing Global Stats ..............................................................39
Mailbox-level administration......................................................41
Viewing mailbox options.......................................................41
Adding users (mailbox level) ................................................43
Reloading users .......................................................................45
Enabling/disabling a handheld............................................45
Removing users (mailbox level) ...........................................47
Purging pending messages....................................................47
Connecting the handheld using the docking cradle ..........48
Clearing In-cradle status ........................................................49
Generating encryption keys ..................................................50
Monitoring redirection...........................................................51
Reading the Redirector fields ................................................52
Sending a message to one user .............................................55
Changing a user’s handheld..................................................56
Frequently asked questions .........................................................57
Error messages ................................................................................65
5401 Windows error ...............................................................65
No Service Name Error (5403 or 5404).................................67
BlackBerry Enterprise Server Software License Agreement .69
Index .................................................................................................73
1
Overview
Before you begin
Before you begin using this guide, complete all of the necessary
steps in the BlackBerry Enterprise Server Software for Microsoft
Exchange Installation & Getting Started Guide to install the BlackBerry
Enterprise Server Software and the BlackBerry Enterprise Server
Management (MMC Snap-in). The BlackBerry Enterprise Server 2.1
installation allows you the option of installing BlackBerry
Enterprise Server Management (MMC Snap-in) if you have
Windows 2000/Microsoft Exchange 2000 installed.
Note
If you chose to install the BlackBerry Enterprise Server
Management (MMC Snap-in) Software separately from the
BlackBerry Enterprise Server Software installation, you
should complete the install procedure in BlackBerry
Enterprise Server Management (MMC Snap-in) Installation
and Getting Started Guide.
About the BlackBerry Enterprise
Server
The BlackBerry Enterprise Server consolidates the operation of
individual BlackBerry Desktop Redirectors into a server that the IT
department can monitor and control. The server also supports
laptop users and enables PC users to turn off their computers at the
end of the day. IT departments handle the centralized
6
Overview — About BlackBerry Enterprise Server Management (MMC
administration and control of mobile email, and users can continue
to configure email redirection options using the BlackBerry Desktop
Software on their PCs.
About BlackBerry Enterprise
Server Management (MMC Snap-in)
BlackBerry Enterprise Server Management (MMC Snap-in)
functions as a snap-in to the Microsoft Management Console. The
BlackBerry Enterprise Server Management Software allows you to
administrate BlackBerry Enterprise Server(s) in a native Microsoft
Exchange 2000 or mixed (Microsoft Exchange 2000 and Microsoft
Exchange 5.5) environment.
From the BlackBerry Enterprise Server Management (MMC Snapin) console, you can administrate users at a server-level and a
mailbox-level. The BlackBerry Enterprise Server Management
Software includes an MSDE or SQL database (to store data relevant
to the BlackBerry Enterprise Server(s) and administration
mailboxes), and the BlackBerry Enterprise Server Management
(MMC Snap-in) console (the interface that allows administration of
the BlackBerry Enterprise Server(s) and its users).
Note
BlackBerry Enterprise Server Management (MMC Snap-in)
can be used with BlackBerry Enterprise Server 2.0 or
higher.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Overview — About this guide
About this guide
This BlackBerry Enterprise Server Management (MMC Snap-in) for
Microsoft Exchange 2000 Administration & Getting Started Guide will
help you get started with the server administration tools.
Note
See the BlackBerry Enterprise Server Software for
Microsoft Exchange Installation & Getting Started Guide for
more information about installing the BlackBerry Enterprise
Server Software.
BlackBerry Enterprise Server Management Software offers online
help to guide you and answer your questions. To open the online
help, select Help from any active window or menu.
For
technical
support,
please
contact
1-877-255-2377,
[email protected], or visit our website at www.blackberry.net
In your package
Your BlackBerry Enterprise Server package should contain the
following:
BlackBerry Enterprise Server Software and additional
tools
•
BlackBerryServer.exe: the program that redirects email from
the user's Microsoft Exchange mailbox to the BlackBerry
handheld
•
BESMonitor.exe: the program that shows you the current
status of the BlackBerry Enterprise Server running on that
machine
•
BESAlert.exe: the program that monitors the Windows NT
Event Log and can be configured to send notification to defined
users when specified event levels are logged
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
7
8
Overview — In your package
•
Add-Ins\BBMailboxExt\i386\BBMailboxExt.dll (used only
in a Microsoft Exchange 5.5 environment): adds the BlackBerry
tab to mailbox properties for all recipients within the site that
contains the selected server
•
Add-Ins\BBMailboxExt\i386\BBServerExt.dll (used only in a
Microsoft Exchange 5.5 environment): adds a BlackBerry
Servers object in the Configuration branch of the site that
contains the selected server
•
Policy.inf file: allows IT managers to change the default
settings for users’ desktop software
•
ITPolicy.exe: used in conjunction with the policy.inf file to
generate a scrambled policy.bin file that is used to configure
users' desktop software default settings
•
Keyword.txt: lists all policy.inf keys
•
WinBBAdminInstall.exe: supports installing and uninstalling
the extensions from the Start menu
•
FBUpdate.exe: a helper program used by the BlackBerry
Enterprise Server to force updates to Microsoft Outlook’s free/
busy information
•
dbghelp.dll: a helper file for debug logging
•
C:\WINNT\System32\CDO.dll: allows use of Microsoft
Exchange Server 5.5 Collaboration Data Objects (CDO)
•
C:\WINNT\System32\BESPerfInfo.dll:
allows administrators to view dynamic Global Statistics
•
C:\Program Files\Research In Motion\BlackBerry
Enterprise Server\BlackBerryServerSNMPAgent.dll: allows
administrators to view dynamic Global Statistics
•
BESManMMC.msc: BlackBerry Enterprise Server Management
(MMC Snap-in) Software, used to administrate the BlackBerry
Enterprise Server in a Microsoft Exchange 2000 native or mixed
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Overview — In your package
(Microsoft Exchange 5.5 and Microsoft Exchange 2000)
environment
•
createdb.exe: used to create the BlackBerry Enterprise Server
Management (MMC Snap-in) database; the database can also
be created during installation of the BlackBerry Enterprise
Server Management (MMC Snap-in) Software
•
MMCProfile.exe: used to create/edit the BlackBerry
Enterprise Server Management (MMC Snap-in) service
account’s MAPI Profile; the profile can also be created during
installation of the BlackBerry Enterprise Server Management
(MMC Snap-in) Software
Utilities
•
BESProfile.exe: a GUI program that allows you to edit the
MAPI profile being used by the BlackBerry Enterprise Server
•
BBUserAdminClient.exe: allows administrators to add, delete,
or list users on a specified BlackBerry Enterprise Server
•
BBUserAdminService.exe: the service that executes the
requests made by the BBUserAdminClient
•
BBPerfMonInstall.exe: a utility that repairs the installation of
the BlackBerry Enterprise Server Performance Monitor DLL
•
BBSRPTest.exe: tests the SRP connection to the wireless
network
•
HandheldCleanup.exe: allows administration to retrieve and
update configuration for individual BlackBerry Enterprise
Server users as well as the configuration information for each
BlackBerry Enterprise Server
•
IEMSTest.exe: tests the permission requirements for a
BlackBerry Enterprise Server
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
9
10
Overview — In your package
•
Tools\fixmapisvc.exe: to be run before creating a new MAPI
Profile when the MAPI Profile cannot be found
Note
Each command-line utility includes a usage parameter,
which offers more extensive information on each utility.
SRP Authentication Values
The following values are listed on the SRP Authentication
Information label (located on your installation CD jewel case):
•
SRP Address
•
SRP Identifier
•
SRP Authentication Key
Tip
To simplify installations, upgrades, and reinstalls, create a
.srp file containing your SRP Identifier and SRP
Authentication Key. You can import this .srp file to
automatically add these values to the appropriate fields
when required. Keep this file in a secure directory.
Installation Documentation
Title
Location on installation CD
BlackBerry Enterprise Server
Software for Microsoft Exchange
Installation & Getting Started
Guide
Root_directory:\bes.pdf
BlackBerry Enterprise Server
Management (MMC Snap-in)
Software for Microsoft Exchange
2000 Installation & Getting Started
Guide
Root_directory:\BESMan
MMC\mmc_snap-in.pdf
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Overview — In your package
BlackBerry Enterprise Server for a
Clustered Environment Installation
& Getting Started Guide
11
Root_directory:\Cluster\BES
_cluster.pdf
Administration Documentation
Title
Location on installation CD
BlackBerry Enterprise Server
Software for Microsoft Exchange 5.5
Administration & Getting Started
Guide
Root_directory:\docs\bes_ad
min_with_exchange5.5.pdf
BlackBerry Enterprise Server
Management (MMC Snap-in)
Software for Microsoft Exchange
2000 Administration & Getting
Started Guide
Root_directory:\docs\bes_ad
min_with_mmc.pdf
BlackBerry User Administration
Installation and Getting Started
Guide
Root_directory:\BBUserAdm
in\BBUserAdmin.pdf
BlackBerry Enterprise Server for a
Clustered Environment Installation
and Getting Started Guide
Root_directory:\Cluster\BES
_cluster.pdf
If any of these components are missing, please contact technical
support at [email protected] or 1-877-255-2377 (U.S. and
Canada).
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
2
Server-level administration
You can administer users at the server level from BlackBerry
Enterprise Server Management.
Server-level administration functions
At the server-level, you can perform the following administration
tasks:
•
Add/modify/remove a BlackBerry Enterprise Server
•
Add users
•
Add handheld licenses
•
Administer existing users: monitor redirection, clear
redirection stats, enable/disable handhelds, refresh
database, remove user
•
Add global redirection filters
•
Modify global redirection filters
•
Delete global redirection filters
•
Send an All Points Bulletin
•
View the System Information (SRP Authentication, etc.) for
the selected server
•
Import BlackBerry
information
Enterprise
Server
configuration
14
Server-level administration — Adding a server
•
Export BlackBerry
information
Enterprise
Server
configuration
Instructions for performing these tasks are provided throughout
this chapter. They are also outlined in the online help.
Adding a server
One of your first administrative tasks will be to add (create) a
BlackBerry Enterprise Server.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item. Right-click
and select New BlackBerry Server to open the BlackBerry
Enterprise Server System Info window.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Server-level administration — Adding a server
3.
In the Server Name field, type the same server name that you
used during installation.
4.
In the SRP Identifier and SRP Authentication Key fields, type
the appropriate information located on the BlackBerry
Enterprise Server installation CD label.
Tip
5.
15
To simplify installations, upgrades, and reinstalls, create a
.srp file containing your srp identifier and srp authentication
key. You can import this .srp file to automatically add these
values to the appropriate fields when required. Keep this file
in a secure directory.
If host routing information was also provided on the
BlackBerry Enterprise Server installation CD, in the Host
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
16
Server-level administration — Adding a server
Routing Info field, define the necessary information to connect
to the mobile network.
WARNING
You should only define values in this field if values are
provided with the installation material. If you are using the
default Network Access Node (the SRP Address value
provided on your installation CD label), or are uncertain
which values to use, leave this field blank. If you define
incorrect values in this field, connection to the mobile
network will not be possible.
6.
In the Admin Mailbox field, click Select Mailbox to locate the
mailbox that you created for BlackBerry Enterprise Server
administration or type that mailbox name into the field and
click Check Name. Any ambiguities within the mailbox name
will open the Microsoft Exchange Check Names window to
verify your information.
7.
Once you have completed all necessary fields, click OK.
Repeat the procedure for each BlackBerry Enterprise Server that you
want to add.
Note
Additional options (to add disclaimer text (globally) to
messages sent through the BlackBerry Enterprise Server,
and to automatically send a blind carbon copy (BCC) of
every message to a specific address for archival purposes)
are only available AFTER a server has been created.
For each server added, you must install the BlackBerry Enterprise
Server Software on the corresponding machine. You have now
added a BlackBerry Enterprise Server. To add more BlackBerry
Enterprise Servers to the BlackBerry Enterprise Server Management
console, repeat this procedure. To prevent loss of service, please
ensure that the SRP identifier and authentication keys are unique
for each BlackBerry Enterprise Server.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Server-level administration — Modifying server system information
17
Modifying server system
information
Once you have added a server, you can modify the server system
information at any time.
Note
Additional options (to add disclaimer text (globally) to
messages sent through the BlackBerry Enterprise Server,
and to automatically send a blind carbon copy (BCC) of
every message to a specific address for archival purposes)
are only available AFTER a server has been created.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item. Right-click the
server you wish to view/modify to open its BlackBerry
Enterprise Server System Info window.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
18
Server-level administration — Modifying server system information
3.
Modify the fields on the BlackBerry Enterprise Server Info
screen if necessary.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Server-level administration — Modifying server system information
4.
Click Options to add/modify additional options. The
Additional Options for Servername window appears.
5.
To add a disclaimer to all messages sent through the BlackBerry
Enterprise Server, enter the disclaimer text in the Disclaimer
Text field.
6.
To automatically send a blind carbon copy (BCC) of all
messages sent through the BlackBerry Enterprise Server, click
19
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
20
Server-level administration — Modifying server system information
Add Address to select an address to which the messages will be
BCCed. The Select Mailbox window opens.
7.
Type a mailbox name or select the desired mailbox from the list,
then click Select. Repeat this process for any other mailboxes
you wish to be BCCed on all messages.
8.
Click OK to return to the Additional Options for Servername
window.
9.
Click OK to return to the BlackBerry Enterprise Server System
Info window.
10. Once you have modified all necessary fields, click OK to exit
the window.
Repeat the procedure for each BlackBerry Enterprise Server that you
want to modify. To prevent loss of service, please ensure that the
SRP identifier and authentication keys are unique for each
BlackBerry Enterprise Server.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Server-level administration — Removing a server
21
Removing a server
You can remove a BlackBerry Enterprise Server from the BlackBerry
Enterprise Server Management console.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then rightclick on the name of the server that you want to remove. Select
Delete, then confirm that you want to remove the server.
Adding users (server level)
As an alternative to adding users at the mailbox-level, you can add
them at the server-level.
When you add users, one of the following scenarios will apply:
•
User was neither on BlackBerry Enterprise Server nor
BlackBerry Desktop: you have now added the user to the
server, and the user should install the desktop software, if
possible. The desktop software provides the user with
configuration options for PIM and redirection filters.
•
User was a previous BlackBerry Desktop Software user:
the user will now be a BlackBerry Enterprise Server user.
The BlackBerry Desktop Redirector will continue to
forward that user’s email and calendar items until the
handheld is connected to the user’s desktop, at which time
BlackBerry Enterprise Server redirection is activated for
that PIN. Until the handheld is connected to that user’s
desktop, the Redirector window Status field will display
two asterisks (**) before the name of the BlackBerry
Enterprise Server, indicating that the user needs to
connect. The user does not have to load new application
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
22
Server-level administration — Adding users (server level)
software onto the handheld for redirection to continue at
the server level.
•
User was previously on another BlackBerry Enterprise
Server: you have now moved the user to the selected
server. The user will need to connect the handheld to the
desktop to completely move to the selected server. If the
user does not have the BlackBerry Desktop Redirector
running, email will not be redirected to the handheld until
the handheld is connected to the PC.
Note
If you add a user without connecting a handheld to the
server, the user should connect the handheld to his/her PC
for PIN recognition and key encryption. If the user was
previously on another BlackBerry Enterprise Server,
handheld connection is still necessary for proper email
routing. The user’s Redirector Status field will indicate on
which BlackBerry Enterprise Server the handheld is
registered.
Adding users from a list
You can add users from a list of users.
Note
This is the only option for adding users that allows you to
add hidden users.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then rightclick on the name of the server to which you want to add users.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Server-level administration — Adding users (server level)
23
Select Add Users to open the Adding Users to Servername
window.
3.
Click Add Selected Users. The Select Users window opens.
This window lists only users who are not currently on the
selected server.
4.
From the Select Users list, select the user, or multiple users,
that you’d like to add.
5.
Click Add.
Importing users from file
You can use a tab-delimited text file to define the users you want to
add to the BlackBerry Enterprise Server. The import file should be a
tab-delimited text file that lists the user's mailbox name, PIN, and
enable state. You can create this file manually. You can also export a
list without statistics from the Handheld Manager and ensure that it
contains the required information in the required format. For
information on exporting a list, see “Exporting user information” on
page 27.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
24
Server-level administration — Adding users (server level)
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then rightclick on the name of the server to which you want to add users.
Select Add Users to open the Adding Users to Servername
window.
3.
Click Import Users from File. A directory dialog opens.
4.
Browse to the directory location of the text file you want to add
users from and double-click it.
The import file should be tab-delimited and list the user's
mailbox name, PIN, and enable state. On import, each mailbox
name is resolved against the Global Address Book on the
system. Any ambiguities will open the Outlook Check Names
window. Mailboxes listed in the import file do not need to be
on the same site as the BlackBerry Enterprise Server.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Server-level administration — Adding users (server level)
25
Importing users from Global Address Book
You can add users by selecting a mailbox from the Outlook Address
Book and selecting the users you want to add. The mailbox you
choose does not have to be in the same Microsoft Exchange site as
the BlackBerry Enterprise Server.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then rightclick on the name of the server to which you want to add users.
Select Add Users to open the Adding Users to Servername
window.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
26
Server-level administration — Administering existing users
3.
Click Global Address Book. The Select Mailbox window
opens.
4.
From the Show Names from the list, select the address book
from which you want to add users.
5.
In the user list, select the users you want to add, and click
Select to move them to the selected list.
6.
When you’ve finished selecting users, click OK.
Administering existing users
The Handheld Manager window is your interface for all regular
administrative tasks.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Server-level administration — Exporting user information
2.
Expand a BlackBerry Server routing group item, then rightclick on a server name. Select Handheld Manager to open the
Handheld Manager window, which lists all users on the
selected server.
3.
Select a user or multiple users. You have the following options:
4.
•
Double-click a user to view the Redirection Status window.
•
Remove: deletes the user(s) from the BlackBerry Enterprise
Server. The user must re-connect to the desktop for
continued BlackBerry Desktop redirection.
•
Enable: activates redirection for the user’s handheld.
•
Disable: prevents messages from being forwarded to the
user’s handheld.
•
Clear Stats: resets the Events and Statistics fields in the
Redirection Status window. This option is helpful if you
want to isolate specific redirection activities.
•
Refresh Database: resynchronizes the server database
(which contains all information about users on the
BlackBerry Enterprise Server) in case changes have
occurred with the server database from other machines.
•
Export User Info: allows you to export information about
the selected users to a text file.
27
Click Close to exit the Handheld Manager window.
Exporting user information
You can export certain user information into a tab-delimited text
file. The basic statistics that are displayed are static and include
mailbox name, PIN, and enable state. When you choose to export
user statistics, you are given the option to include usage statistics
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
28
Server-level administration — Refreshing the database
(such as the number of messages forwarded, sent, pending, filtered
and expired) in the text file.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then rightclick on a server name. Select Handheld Manager to open the
Handheld Manager window, which lists all users on the
selected server.
3.
Select the user, or multiple users, for which you want to export
information.
4.
Click Export User Info. A dialog opens, showing the estimated
time to complete a full export.
5.
Click Yes if you would like to export all user statistics including
usage statistics, or click No if you only want to export the basic
statistics. A Save dialog opens.
6.
Define the path and desired file name, and click Save. By
default, the file will be saved with a .txt extension.
Refreshing the database
The Refresh Database option resynchronizes the server database
(which contains all information about users on the BlackBerry
Enterprise Server) in case changes have occurred with the server
database from other machines.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Server-level administration — Monitoring Redirection
2.
Expand a BlackBerry Server routing group item, then rightclick on a server name. Select Handheld Manager to open the
Handheld Manager window, which lists all users on the
selected server.
3.
Click Refresh Database.
29
Monitoring Redirection
The Redirector Status window features real-time reporting of each
user’s email flow from server to handheld. The information in the
Statistics and Events fields enables you to view the various stages
of redirection.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then rightclick on a server name. Select Handheld Manager to open the
Handheld Manager window, which lists all users on the
selected server.
3.
Double-click a user’s name to view the Redirector Status
window, or click Show Stats.
Adding Global Redirection Filters
Redirection filters define which messages get redirected to the
handheld. Global redirection filters take precedence over those
defined by users using their desktop software.
Note
User-defined filters are only used if no global filter rules
apply to the same conditions. If you define global filters, you
may want to inform users, so they understand why some of
their filter rules may not be applied.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
30
Server-level administration — Adding Global Redirection Filters
Note
Global filter functionality does not appear in BlackBerry
Enterprise Server versions previous to 2.1. If you are using
BlackBerry Enterprise Server version 2.0 or lower, you
cannot use global filters.
To create a global redirection filter, complete the following steps:
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then rightclick on a server name. Select Server Information to open the
BlackBerry Enterprise Server System Info window.
3.
Click Global Filters to open the Global Filters window.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Server-level administration — Adding Global Redirection Filters
4.
Click New to open the Add Filter window.
5.
In the Filter Name field, type a name to describe the new filter.
6.
Check the box beside the desired condition(s) and define the
corresponding field. Any email message arriving at a user’s
desktop that meets the condition(s) will be subject to this filter.
7.
When you have selected the conditions that must be fulfilled
for this filter, decide whether the message will be forwarded to
the handheld, forwarded with Level 1 notification, forwarded
with only the header, or held at the user’s PC.
31
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
32
Server-level administration — Adding Global Redirection Filters
Level 1 notification is defined solely through this option.
Messages meeting the criteria defined in a Level 1 filter appear
with a bold subject line in the recipient’s handheld. Handheld
users can also set different handheld notification options for
Level 1 messages.
8.
When you have set the conditions and actions, click OK. The
new filter appears in the list on the Filters tab.
Once you’ve defined your global filters, you should ensure that the
filters appear in order from most to least restrictive criteria.
To rearrange the order of your filters, select the filter you’d like to
move and click the up or down arrow buttons.
Note
As each email message arrives at a user’s PC, the first filter
rule listed that matches the criteria of that message will
dictate whether that message will be redirected. Therefore,
when adding a filter that is more restrictive in nature than
the defaults, ensure that it is placed at the TOP of the filter
list, so that it will be applied first to the incoming messages.
To modify global redirection filters
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then rightclick on a server name. Select Server Information to open the
BlackBerry Enterprise Server System Info window.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Server-level administration — Adding Global Redirection Filters
3.
Click Global Filters to open the Global Filters window.
4.
In the Name list, select the filter you want to modify.
5.
Click Edit. The Edit Filter window opens.
6.
Make the desired changes, and click OK.
33
To delete global redirection filters
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
34
Server-level administration — Adding Global Redirection Filters
2.
Expand a BlackBerry Server routing group item, then rightclick on a server name. Select Server Information to open the
BlackBerry Enterprise Server System Info window.
3.
Click Global Filters to open the Global Filters window.
4.
In the Name list, select the filter you want to delete.
5.
Click Delete. The Redirector Settings dialog opens.
6.
Click Yes to confirm that you want to delete the filter.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Server-level administration — Adding handheld licenses
35
Adding handheld licenses
The License Manager tracks BlackBerry client licenses. Upon
opening and exiting the Add Users window, the License Manager
will inform you when you require more licenses. When you
purchase more licenses, use the License Manager to record the
additional number you have purchased.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Type the total number of licenses that you now have and click
OK. The Number of Licenses field will reflect the new total.
Note
You will receive an error message if the number of users
exceeds the number of licenses.
Sending an All Points Bulletin
Use the All Points Bulletin (APB) feature to send an email message
to all or selected handheld users (either all those on a specific server
or on all BlackBerry Enterprise Servers).
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
36
Server-level administration — Sending an All Points Bulletin
2.
Right-click on a BlackBerry Server routing group name. Select
APB to open the Send All Points Bulletin window.
3.
In the Select Server(s) section, choose whether you’d like to
send the message to All Servers or users on Selected Servers
Only.
4.
If you chose Selected Servers Only, select the desired servers
from the list.
5.
In the Select the Send Method section, specify how you’d like
to send the APB:
•
Via Email: send the message through the users’ Microsoft
Exchange mailbox.
•
Direct to All Handhelds: send the message by PIN to all
users.
•
Direct to Selected Handhelds: send the message by PIN to
the selected users. If you chose Selected PINs Only, select
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Server-level administration — Viewing/editing system information
37
the desired PINs from the list.
6.
Note
APBs sent directly to handhelds are not encrypted prior to
being sent.
Note
PIN-based APB functionality does not appear in BlackBerry
Enterprise Server versions previous to 2.1. If you are using
BlackBerry Enterprise Server version 2.0 or lower, you
cannot send a PIN-based APB.
Type the Subject and Body of your message and click Send.
The message goes to the server users you specified. The
message sender appears as “System Attendant”.
Tip
You can send a message to an individual handheld user
from a user’s Properties window.
Viewing/editing system information
The System Information is your vital link to the wireless network.
You can use only values found on the BlackBerry Enterprise Server
installation CD label (or imported from the SRP_AUTH.SRP file) as
valid System Information.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
38
Server-level administration — Importing system information
2.
Expand a BlackBerry Server routing group item, then rightclick on a server name. Select Server Information to open the
BlackBerry Enterprise Server System Info window.
WARNING
Changing any of the information in the SRP Identifier, or
SRP Authentication, or Host Routing Info fields changes
the routing information for all users on the server. If you
modify the SRP Identifier or Host Routing Info
information, all users must synchronize their handhelds.
The SRP information is unique to your installation; changing
this information, or host routing information, will break your
connection to the wireless network.
Importing system information
You can import server information from Microsoft Exchange 5.5
Administrator to BlackBerry Enterprise Server Management.
Note
See the BlackBerry Enterprise Server Software for
Microsoft Exchange Installation & Getting Started Guide
for more information on exporting server information in
Microsoft Exchange 5.5 Administrator.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
In the Tree view, right-click on BlackBerry and select Import...
to import system information (e.g., server name, administrator
mailbox, etc.). A directory dialog opens.
3.
Browse to the directory location of the system information text
file and click Open.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Server-level administration — Exporting system information
39
Exporting system information
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
In the Tree view, right-click on BlackBerry and select Export....
to export system information (e.g., server name, administrator
mailbox, etc.). (You can also select Export List... to export a list
of routing group names.) A directory dialog opens.
3.
Browse to the desired directory location and click Save.
In the event that you lose server information for this server, you can
import the generated file to restore the information.
Viewing Global Stats
You can view the combined statistics of all handhelds on a
particular BlackBerry Enterprise Server. The statistics that are
retrieved are static and include the total number of messages and
calendar items:
•
forwarded to all handhelds
•
sent from all handhelds
•
pending to all handhelds
•
filtered through all handhelds
•
expired for all handhelds
To view global stats
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
40
Server-level administration — Viewing Global Stats
2.
Expand a BlackBerry Server routing group item, then rightclick on a server name. Select Server Information to open the
BlackBerry Enterprise Server System Info window.
3.
Click Show Current Stats. The Global Stats for Servername
window opens displaying the statistics for all handhelds found
on that server.
Note
You may choose to clear the global stats for the BlackBerry
Enterprise Server. This will not clear the individual stats for
users on this BlackBerry Enterprise Server. The pending
count will not be cleared either because the messages in
the pending queue are not removed from the queue. To
delete the messages pending to a particular handheld, you
must use the Purge Pending button located in the user’s
Properties window.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
3
Mailbox-level administration
You can perform user and handheld-oriented administrative
functions through each user’s Microsoft Exchange mailbox.
Viewing mailbox options
You can view a user’s mailbox options.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then click a
server name.
42
Mailbox-level administration — Viewing mailbox options
3.
In the User Name list, double-click a user name to open the
user’s Properties window.
BlackBerry functions from the mailbox
From each user’s Properties window, you can perform the following
functions:
•
Add a user to the BlackBerry Enterprise Server
•
Remove a user from the BlackBerry Enterprise Server
•
Connect the handheld using the docking cradle
•
Clear In-cradle status
•
Generate encryption keys for the handheld *
•
Monitor email redirection
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Mailbox-level administration — Adding users (mailbox level)
•
Enable/disable handheld
•
Change a user’s handheld *
•
Send an email-format message to the user
•
View and clear user statistics
•
Reload a user’s mailbox information
•
Purge any messages pending to a particular handheld
43
* For these functions, you must have a serial connection between the
BlackBerry Enterprise Server administration computer and the
handheld (using the docking cradle).
Instructions for performing these tasks are provided below. They
are also outlined in the online help.
Adding users (mailbox level)
Note
At the mailbox level, you can only add users that are
currently on a separate BlackBerry Enterprise Server. You
can add users that are not yet on a BlackBerry Enterprise
Server at the server level.
One of the primary functions of mailbox-level administration is
adding a handheld to a BlackBerry Enterprise Server (assigning the
handheld’s PIN to a specific user).
Note
1.
Adding users to a new BlackBerry Enterprise Server at the
mailbox level does not enable them for wireless calendar
synchronization. Users must enable synchronization from
their BlackBerry Desktop Software. Refer to the BlackBerry
Installation and User’s Guide for further information.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
44
Mailbox-level administration — Adding users (mailbox level)
2.
Expand a BlackBerry Server routing group item, then click a
server name.
3.
In the User Name list, double-click a user name to open the
user’s Properties window. Only users already residing on a
BlackBerry Enterprise Server appear on the list.
4.
Click Add to Server to open the Add Handheld to a BlackBerry
Enterprise Server window.
5.
From the Select BlackBerry Enterprise Server list, choose the
server on which you would like this user to reside.
6.
Click Add. If a handheld is connected to the serial port, you
must generate a new encryption key by moving the cursor
around the screen.
Note
If the user’s name is identified as a previous BlackBerry
user, you do not need to update the encryption key
information.
Moving desktop users to the server
If the user that you moved to the server was using the BlackBerry
Desktop Software for email redirection, the BlackBerry Desktop
Redirector will continue to forward that user’s email until the
handheld is connected (either at the server or desktop) and
BlackBerry Enterprise Server redirection is activated for that PIN.
The user does not have to load new application software onto the
handheld for redirection to continue at the server level.
In the user’s Properties window, check the Status field to see on
which BlackBerry Enterprise Server the handheld is registered.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Mailbox-level administration — Reloading users
45
Reloading users
If you move or change the display name of a mailbox, you need to
update the BlackBerry Enterprise Server to reflect this change.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then click a
server name.
3.
In the User Name list, double-click a user name to open the
user’s Properties window.
4.
Make the required changes to the mailbox.
5.
Click Reload User to update the BlackBerry Enterprise Server.
Note
The BlackBerry Enterprise Server will detect a mailbox
move automatically within 15 minutes, and will reload the
user’s information.
If you have moved a hidden mailbox (one that does not
appear in the Global Address List), the BlackBerry
Enterprise Server will not detect the move. You must click
the Reload User button to update.
Enabling/disabling a handheld
You may stop message redirection to a handheld without removing
the user from the server. You may want to use this function if, for
example, a user is traveling out of coverage for an extended period
and does not want messages forwarded to the handheld during that
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
46
Mailbox-level administration — Enabling/disabling a handheld
time. To suspend redirection to that handheld, disable it. You can
enable it again at any time.
Note
The Enable Handheld and Disable Handheld functions
are located on the same button. This button toggles from
one function to the other based on whether email
redirection is occurring.
To enable a handheld
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then click a
server name.
3.
In the User Name list, right-click a user name and select Enable
Handheld
OR,
double-click a user name to open the user’s Properties window,
and click Enable Handheld to activate redirection to the user’s
handheld.
To disable a handheld
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then click a
server name.
3.
In the User Name list, right-click a user name and select
Disable Handheld
OR,
double-click a user name to open the user’s Properties window
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Mailbox-level administration — Removing users (mailbox level)
47
and click Disable Handheld to prevent messages from being
forwarded to the user’s handheld. The user’s Redirector Status
window will display the message “Redirection turned off” in
the Status field.
Removing users (mailbox level)
You can remove a user from a BlackBerry Enterprise Server.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then click a
server name.
3.
In the User Name list, right-click a user name and select
Remove User...
OR
double-click a user name to open the user’s Properties window
and click Remove from Server.
You will be prompted to choose whether to remove the user
from the server or to completely clear the user’s database. If
you select Yes to clearing the database, you will be prompted to
choose whether or not to completely clear the user’s database. If
you select Yes, the user’s handheld will be removed from the
server, and the handheld’s information will be deleted. If you
select No, the user will be removed from the server only.
Purging pending messages
Some situations may arise where it is necessary for you to purge
messages that are pending to a handheld.
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48
Mailbox-level administration — Connecting the handheld using the docking
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then click a
server name.
3.
In the User Name list, double-click a user name to open the
user’s Properties window.
4.
Click Purge Pending. All messages waiting to be sent to that
handheld will not be forwarded. They will still appear in the
user’s desktop Inbox.
Note
If the user has wireless calendar synchronization enabled,
calendar messages will also be purged. However, those
messages will retry later.
Connecting the handheld using the
docking cradle
Users can connect the handheld to their PCs for PIM
synchronization, data backup, and encryption key generation.
Likewise, System Administrators can use the cradle for user
registration, encryption keys, and maintenance.
Note
1.
You should ensure that you use only the cradle provided by
Research In Motion Limited.
Connect the end of the cradle cable to a COM port on the back
of the machine where server administration is being performed.
If another device is already connected, it must be disabled or
the server machine will not detect the cradle connection.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Mailbox-level administration — Clearing In-cradle status
2.
Secure the handheld in the cradle by inserting the connector
port on the bottom edge of the handheld into the connector
prongs of the cradle.
3.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
4.
Expand a BlackBerry Server routing group item, then click a
server name.
5.
In the User Name list, double-click a user name to open the
user’s Properties window.
6.
Click Settings to open the Communication Settings window.
7.
Click Detect. If the software cannot detect the handheld on a
serial port, the message “Handheld not found” appears.
Note
49
If the error message still appears and the handheld and
cradle cable both appear to be connected securely, ensure
that no other devices are sharing the serial port.
Clearing In-cradle status
By default, email will not be redirected to the handheld as long as it
is in the cradle. An interruption in network communications may
prevent the BlackBerry Desktop Manager from clearing “In-cradle”
status after the handheld has been removed from the cradle. If this
happens, messages will not be forwarded to the handheld even if it
is not in the cradle.
Note
The “In-cradle flag” is ignored by wireless calendar
synchronization.
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50
Mailbox-level administration — Generating encryption keys
To clear In-cradle status
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then click a
server name.
3.
In the User Name list, double-click a user name to open the
user’s Properties window.
4.
Click Clear-In-Cradle. The “In-cradle” flag is removed and
email redirection resumes.
Note
The BlackBerry Enterprise Server will remove the in-cradle
status automatically within 10 minutes, if it does not detect
the BlackBerry Desktop Manager in use.
Generating encryption keys
In the BlackBerry encryption model, only the handheld and the
desktop know the encryption key. If the user does not have access to
BlackBerry Desktop Software, you can generate a key at the server
level.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then click a
server name.
3.
In the User Name list, double-click a user name to open the
user’s Properties window.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Mailbox-level administration — Monitoring redirection
4.
Insert the user’s handheld into the cradle and connect the
cradle to the server machine’s serial port.
5.
Click Generate Key. The application will prompt you to move
your cursor around the screen to generate a new encryption
key for this user.
51
Monitoring redirection
BlackBerry Enterprise Server Management features real-time
reporting of each user’s message flow from server to handheld. The
information in the fields in the Statistics and Events panes enables
you to view the various stages of redirection. The server name
appears in parentheses in the Status field.
To monitor redirection
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then click a
server name.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
52
Mailbox-level administration — Reading the Redirector fields
3.
In the User Name list, double-click a user name to open the
user’s Properties window.
Reading the Redirector fields
Each user’s Properties window shows numbers, dates, and times to
indicate the stage and status of redirection for that user.
Note
If the user has wireless calendar synchronization enabled,
message-related totals include wireless calendar
synchronization requests.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Mailbox-level administration — Reading the Redirector fields
53
The following table explains the type of information displayed in
each field.
Field
PIN
Status
Description
The handheld’s personal ID number.
The general status of email redirection for that
user:
• Initializing
•
Running
•
Not configured – please run BlackBerry
•
Configuration corrupt – please run DBClean
•
Verifying forwarding address
•
Invalid forwarding address
•
No PIN
•
No desktop address
•
In cradle – forwarding turned off
Forwarded
The number of messages that have been
forwarded from the PC to the handheld. This
field updates automatically as new messages are
forwarded. The messages that are forwarded
depend on the filters set by each user at the
desktop and the global filters that can be set at
the server level by an administrator.
Sent from
handheld
The number of messages sent from the handheld.
This field updates automatically as new
messages are sent.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
54
Mailbox-level administration — Reading the Redirector fields
Field
Description
Pending to
handheld
The number of messages being held until the
handheld is turned on or returns to coverage.
When the handheld is active again, the messages
will be sent.
Expired
The number of messages that could not be
forwarded to the handheld within seven days.
Messages will only expire if the handheld is off
or out of coverage for more than seven days. The
messages still appear in the user’s desktop Inbox.
Filtered
The number of messages that were not sent to the
handheld because the user set filters to hold the
messages at the desktop or an administrator set
global filters at the server level.
Time last
message
received
The last time the handheld received a message.
Time last
message
sent
The last time a message was sent from the
handheld.
Time since
last contact
The length of time that has passed since the
BlackBerry Enterprise Server forwarded a
message to or received a message from the
handheld.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Mailbox-level administration — Sending a message to one user
Field
Description
Result of
last
transaction
The result of the last email transaction with the
handheld. There are six possible messages in this
field:
• Delivered to handheld
•
Message expired at network
•
Failed forwarding message
•
Illegal handheld PIN
•
Handheld unregistered
•
Refused by handheld
55
Sending a message to one user
If you wish to send an email message to any handheld user on a
BlackBerry Enterprise Server, you can do so from a user’s Properties
window.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then click a
server name.
3.
In the User Name list, double-click a user name to open the
user’s Properties window.
4.
Click Send Message to open the Send Message window.
5.
Type the Subject and Body of your message, and click Send.
The message will arrive at the recipient’s Inbox and proceed to
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
56
Mailbox-level administration — Changing a user’s handheld
that person’s handheld. The sender’s name appears as “System
Administrator”.
Tip
You can send an All Points Bulletin to all users on a
BlackBerry Enterprise Server. See page 35 for more
information on sending an All Points Bulletin.
Changing a user’s handheld
If a user receives a different handheld, you must register the new
PIN for email redirection. If the user does not have access to the
BlackBerry Desktop Manager, you can register the new handheld
using BlackBerry Enterprise Server Management.
Note
If users want wireless calendar synchronization enabled,
they must enable it from their BlackBerry Desktop Software.
Refer to the BlackBerry Handheld Installation and Getting
Started Guide for further information.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then click a
server name.
3.
In the User Name list, double-click a user name to open the
user’s Properties window.
4.
Connect the new handheld to the serial port using the cradle.
When the application detects the handheld, it prompts you to
confirm that you want to assign the new PIN to this user. Click
Yes.
5.
The application prompts you to generate a new encryption key
by moving your cursor around the screen.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
4
Frequently asked questions
For additional support:
•
email your question to [email protected]
•
visit the website at www.blackberry.net
•
call +1(877) 255-2377 (U.S. and Canada)
Why do the filters, encryption keys, or replying
to messages often fail?
Symptoms:
•
Filters aren’t being applied to messages: the filters listed in the
Redirector Settings window of the user’s BlackBerry Desktop
Software don't appear to function.
•
Encryption key problems: users update their keys at the
desktop and still receive encryption failure messages.
Handhelds will only function if they’re plugged in at the
BlackBerry Enterprise Server (mailbox extension) and Microsoft
Exchange keys.
•
Forwarding, Replying with text, and "More" features frequently
fail when users have not deleted or moved the message from
the Inbox.
What is the problem?
The BlackBerry Enterprise Server does not work for users (mostly
laptop) who use Personal Folders as their main message store.
58
Frequently asked questions
The BlackBerry Enterprise Server monitors the user's MAPI store on
the Microsoft Exchange Server. Personal Folders are a local MAPI
store that resides on the users PC (or laptop). The server does not
have access to MAPI stores on individual PCs.
The BlackBerry Desktop Manager stores encryption keys and filter
configuration in the default MAPI message store. If the user has
his/her PC configured to use Personal Folders, symptoms 1 and 2
will appear. When Personal Folders are used (and MAPI is
configured to deliver mail to Personal Folders) and Outlook is
running, mail is moved (and deleted) from the Microsoft Exchange
Server's store to the local Personal Folder store. When the
BlackBerry Enterprise Server tries to find the original in the
Microsoft Exchange Server's message store when performing a
Forward, Reply with Text, or More, the message is no longer there it has been moved to the user's PC.
What can the user do?
Personal Folders is a legacy feature left over from Microsoft Mail.
The main reason people use Personal Folders is so they have a local
copy of their mail. When they unplug from the network, they can
still read their email (hence Personal Folders usage is more common
among laptop users). However, this is exactly why Offline Folders
(.ost files) were introduced in Microsoft Outlook. With Offline
Folders mail is "synchronized" (i.e., replicated) between the
Microsoft Exchange Server's message store and the local message
store. This provides the benefit of local copies for offline viewing
and centralized storage so the IT department can backup the
company's mail on a regular basis. Because mail is left on the
Microsoft Exchange Server with Offline Folders, the BlackBerry
Enterprise Server will redirect email properly.
The user should migrate from using Personal Folders to using
Offline Folders.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Frequently asked questions
59
Why is the BESMonitor status "Disabled"?
The SRP Connection is still okay, but your BlackBerry Enterprise
Server is not running.
What should I do?
First, verify that the BlackBerry Enterprise Server service is running.
From the Control Panel window, open Services and check that the
BlackBerry Enterprise Server status reads “Started”.
If the service is running, your second point of verification is the
Windows NT Event Viewer. From the Log menu, select Application
Log, and scan for BlackBerry logs containing error messages
(particularly those pertaining to misnamed MAPI profiles).
You can also check your Debug Log for any recent BlackBerry
Enterprise Server entries.
Why is the BESMonitor status "SRP
Connection Down"?
While the BlackBerry Enterprise Server is running, the Service Relay
Protocol (BlackBerry’s link to the wireless network) is disconnected.
What can I do?
Check that DNS is set up properly on the server machine. It may not
be able to resolve or find SRP HOST (indicated in italics because the
value is variable), which is the Network Address Node specified
during installation.
To find out where the connection process is failing, run the
BBSRPTEST utility:
Copy BBSRPTEST to the machine that is running BlackBerry
Enterprise Server. Go to a command prompt and run the program
with no additional parameters. The utility will read the settings
from the registry and attempt to connect to the SRP host server here.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
60
Frequently asked questions
What you SHOULD see is:
•
Attempting to connect to srp host, port 3101 Successful
You may see one of the following messages instead:
•
gethostbyname() failed for name srp host: error code =
11001
This message indicates a configuration problem on your
machine, as it is unable to look up the SRP host server's
name. “11001” means name not found.
•
connect() failed: error code = 10060
This message indicates that no one is answering the
connection request, or the firewall "swallowed" the
connection request. “10060” means a timeout.
•
connect() failed: error code = 10061
This message indicates that the connection was refused;
either the SRP host server is not running or the firewall
prevented the connection from going through. “10061”
means connection refused.
•
“recv(): connection lost”
This message indicates that the connection was broken (by
the firewall or proxy) before the test program could
handshake with the SRP host server. The error code that is
listed is the Winsock error code.
Why hasn’t this laptop user's handheld
received messages since the laptop was last
connected to the LAN?
If the user is running BlackBerry Desktop Software (with BlackBerry
Enterprise Server client) on a laptop connected to a LAN, and the
handheld is connected to the laptop, the user must exit the
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Frequently asked questions
61
BlackBerry Desktop Manager software before disconnecting the
notebook from the LAN.
If the user does not remove the handheld from the cradle (or exit the
BlackBerry Desktop Manager) before disconnecting the laptop from
the LAN, the server will not be notified that the handheld is no
longer in the cradle. Therefore, if the don't forward messages while
the handheld is in the cradle option is enabled, no email will be
forwarded to the handheld as the server believes it is still in the
cradle.
What can I do?
The BlackBerry Enterprise Server will remove the in-cradle status
automatically within 30 minutes, if it does not detect the BlackBerry
Desktop Manager in use. You can also clear the In-cradle status
manually.
1.
Open BlackBerry Enterprise Server Management. The Tree
view expands automatically to display a list of BlackBerry
Server routing groups.
2.
Expand a BlackBerry Server routing group item, then click a
server name.
3.
In the User Name list, double-click a user name to open the
user’s Properties window.
4.
Click Clear-In-Cradle. The “In-cradle” flag is removed and
email redirection resumes.
Note
The BlackBerry Enterprise Server will remove the in-cradle
status automatically within 10 minutes, if it does not detect
the BlackBerry Desktop Manager in use.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
62
Frequently asked questions
Why are some messages not forwarded to the
user’s handheld?
There are a few possible reasons why messages are not forwarded
to a user’s handheld.
•
There are global redirection filters that are applied to
conditions for which the user has defined filters.
•
If email messages are read in Outlook before they can be
processed by the BlackBerry Enterprise Server, they will not be
forwarded to the handheld.
•
If users are hidden in the Global Address list and they have
installed the default BlackBerry Desktop filter To & BCC, the
filter will fail when users are BCC-ed because the users cannot
be found in the Global Address list. Administrators will not be
able to email All Points Bulletin messages to hidden users if
they have the default filter enabled. To resolve this problem,
send PIN-based All Points Bulletin messages to hidden users.
Why do users stay at “Initializing” after they are
added or deleted?
There are a few possible reasons why a user’s status reads
“Initializing” after they have been added or deleted.
•
After you add users, they will stay at “Initializing” until they
connect their handhelds to their PCs.
•
BlackBerry Enterprise Server service must be running in order
to change a user’s status after they have been added or deleted.
From the Control Panel window, open Services and check that
the BlackBerry Enterprise Server status reads “Started”.
•
When you delete users from the BlackBerry Enterprise Server,
their status reads “Initializing” by default.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Frequently asked questions
63
What happens to the users when you delete a
BlackBerry Enterprise Server?
If you delete a BlackBerry Enterprise Server from the BlackBerry
Enterprise Server Management machine, all of its users are
removed. The users are automatically reassigned as Desktop
Redirector users, but they must connect to Desktop Redirector
before email redirection will take place.
If you delete only the database, you can still restore users by readding the BlackBerry Enterprise Server, where all of the users are
listed, since the users' information is stored in the BlackBerry
Enterprise Server service account mailbox.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
5
Error messages
Error numbers that begin with 53 are associated with MAPI
problems. Error numbers that begin with 54 are associated with
administration configuration problems.
5401 Windows error
Symptoms
When trying to start up the BlackBerry Enterprise Server, a 5401
Windows error is issued.
What is the problem?
There are several possible problems that may cause this error:
Problem 1
There is no BlackBerry Enterprise Server added.
Solution 1
1.
Open BlackBerry Enterprise Server Management.
2.
In the Tree view, double-click BlackBerry to expand a list of
BlackBerry Server routing groups.
3.
Expand a BlackBerry Server routing group item, then click a
server name.
66
Error messages — 5401 Windows error
4.
Click Action. Select New BlackBerry Server to open the
BlackBerry Server Enterprise System Info window.
5.
Define the following system information:
6.
•
In the Server Name field, type the same server name that
you used during the installation.
•
In the SRP Identifier and SRP Authentication Key fields,
type the appropriate information provided on the
installation CD label.
•
In the Admin Mailbox field, click Select Mailbox to locate
the mailbox that you set up for BlackBerry Enterprise
Server administration.
Once you’ve completed all of the fields, click OK.
Problem 2
The BlackBerry Enterprise Server that has been added is not the
same as specified in the BlackBerry Enterprise Server files
installation.
Solution 2
1.
Open BlackBerry Enterprise Server Management.
2.
In the Tree view, double-click BlackBerry to expand a list of
BlackBerry Server routing groups.
3.
Expand a BlackBerry Server routing group item, then rightclick on the name of the server that you want to remove. Select
Delete, then confirm that you want to remove the server.
4.
Double-click on a BlackBerry Server routing group. Click
Action. Select New BlackBerry Server to open the BlackBerry
Server Enterprise System Info window.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Error messages — No Service Name Error (5403 or 5404)
5.
67
Type the same server name that is listed in the BlackBerry
Enterprise Server Files installation in the Server Name field
and complete the rest of the process.
Problem 3
The Admin Mailbox selected when adding the BlackBerry
Enterprise Server is incorrect.
Solution 3
1.
Open BlackBerry Enterprise Server Management.
2.
In the Tree view, double-click BlackBerry to expand a list of
BlackBerry Server routing groups.
3.
Expand a BlackBerry Server routing group item, right-click on
the name of the server that you want to remove. Select Delete,
then confirm that you want to remove the server.
4.
Double-click on a BlackBerry Server routing group. Click
Action. Select New BlackBerry Server to open the BlackBerry
Server Enterprise System Info window.
5.
Select the correct Admin Mailbox from the list (the mailbox that
is linked to the NT account that you used to install the
BlackBerry Enterprise Server Files).
No Service Name Error (5403 or
5404)
Symptoms
When trying to proceed with the BlackBerry Enterprise Server
installation, a 5403 or 5404 Windows error is issued.
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68
Error messages — No Service Name Error (5403 or 5404)
What is the problem?
This error indicates that the user has entered an incorrect server
name. The Exchange Server name is often mistakenly entered
instead of the BlackBerry Enterprise Server name.
What is the solution?
1.
Open BlackBerry Enterprise Server Management.
2.
In the Tree view, double-click BlackBerry to expand a list of
BlackBerry Server routing groups.
3.
Expand a BlackBerry Server routing group item, right-click on
the name of the server that you want to remove. Select System
Info, and verify that the correct BlackBerry Enterprise Server
name is entered into the Server Name field.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
BlackBerry Enterprise
Server Software License
Agreement
This is a legal agreement between you, the Customer ("You"), and
Research In Motion Limited ("RIM"). BY INSTALLING, USING OR
MAKING ONE OR MORE COPIES OF THIS SOFTWARE (OR ANY
COMBINATION OF THE FOREGOING), YOU ARE AGREEING
TO BE BOUND BY THE TERMS OF THIS AGREEMENT. IF YOU
DO NOT AGREE TO THE TERMS OF THIS AGREEMENT,
PROMPTLY
RETURN
THE
SOFTWARE
AND
THE
ACCOMPANYING ITEMS (INCLUDING WRITTEN MATERIALS
AND BINDERS OR OTHER CONTAINERS) TO RIM.
1.0 Definitions
1.1 "SOFTWARE" means the RIM Software Product(s) provided
under this license to You for use in conjunction with the BlackBerry
Handheld Product (the "Handheld Product"), regardless of whether
the SOFTWARE is the BlackBerry Enterprise Server Software or
software residing on the Handheld Product. The term SOFTWARE
includes all related software, regardless of the form in which it is
provided to You or the form in which You may subsequently use it,
and includes all documentation and other written materials related
to the SOFTWARE and the Handheld Product; however, the term
SOFTWARE shall not include any software applications developed
by a third party other than RIM ("Third Party Software"), whether or
not Third Party Software accompanies or is provided with the
SOFTWARE and/or Handheld Product. Any such Third Party
Software shall be governed by an End-User Software License
accompanying and relating specifically to such Third Party
Software.
70
BlackBerry Enterprise Server Software License Agreement
2.0 Grant of License
2.1 This RIM Software License Agreement ("LICENSE") hereby
grants You a non-exclusive, non-transferable right to install and use
one copy of the SOFTWARE on a single CPU residing on Your
premises solely in conjunction with the Handheld Product. This
does not imply any rights to future upgrades of the SOFTWARE.
3.0 Intellectual Property; Export Restrictions
3.1 The SOFTWARE is owned by RIM and is protected by Canadian,
U.S. and international copyright laws. You must, therefore, treat the
SOFTWARE like any other copyrighted material. In addition, other
intellectual property laws, including patent laws, and treaties
protect the SOFTWARE.
3.2 You may not print, copy, reproduce, distribute, modify or in any
other manner duplicate the SOFTWARE, in whole or in part. You
may make one (1) copy for backup or archival purposes.
3.3 You may not copy the Handheld Product manual(s) or any
written materials accompanying the SOFTWARE, if any such
materials are included.
3.4 You may not decompile, disassemble or otherwise reverse
engineer, to extent permitted under law, the SOFTWARE, or any
part of it. You do not have the right to obtain or use any source code
for the SOFTWARE.
3.5 The SOFTWARE contains cryptographic modules that may be
controlled for export purposes by the governments of the United
States and/or Canada. The Software may not be used in and/or
exported to any country other than the United States and Canada.
Notwithstanding the license grant in Section 2.1, You agree that you
will not export the Software or use, or permit any other party to use,
the Software in any country other than the United States and
Canada, and you agree to indemnify and hold RIM harmless from
any damage caused by your failure to comply with this Section 3.5.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
BlackBerry Enterprise Server Software License Agreement
71
4.0 Term
4.1 The grant of rights shall be non-exclusive, non-transferable and
perpetual provided that You do not breach the terms and conditions
of this Agreement or any other agreement with RIM and further
provided that you comply with the terms of any documentation
accompanying the SOFTWARE and/or the Handheld Product.
5.0 Warranty and Disclaimers; U.S. Government Rights
5.1 RIM warrants that any disk or other media that the SOFTWARE
is recorded on, if provided by RIM, will be free from defects in
materials and workmanship under normal use and service for a
period of 90 days from the date of delivery. Any implied warranties
or conditions relating to the SOFTWARE to the extent they are not
disclaimed below are limited to 90 days. This warranty does not
extend to any disk or other media that has been damaged as a result
of accident, misuse, abuse, or as a result of service or modification
by anyone other than RIM.
5.2 RIM's entire liability and your exclusive remedy shall be a
replacement of the defective disk, when You return to RIM the
defective disk and any copies You have made of it. Any replacement
disk that is supplied is warranted for the remainder of the original
warranty period.
5.3 RIM DISCLAIMS ALL OTHER WARRANTIES AND
CONDITIONS, EITHER EXPRESS OR IMPLIED, INCLUDING BUT
NOT LIMITED TO IMPLIED WARRANTIES OR CONDITIONS OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE,
AND NONINFRINGEMENT, EACH WITH RESPECT TO THE
SOFTWARE AND ANY THIRD PARTY SOFTWARE, THE
ACCOMPANYING MANUAL(S) AND WRITTEN MATERIALS.
5.4 This limited warranty gives You specific legal rights. You may
also have other rights that vary by state or province. Some
jurisdictions may not allow the exclusion or limitation of incidental
or consequential damages nor allow limitations on how long an
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
72
BlackBerry Enterprise Server Software License Agreement
implied warranty lasts. Thus, the above limitations or exclusions
may not apply to You.
5.5 IN NO EVENT SHALL RIM BE LIABLE FOR ANY OTHER
DAMAGES
WHATSOEVER
(INCLUDING,
WITHOUT
LIMITATION, DAMAGES FOR LOSS OF BUSINESS PROFITS,
BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION
OR CORRUPTION OR LOSS OF DATA, OR OTHER PECUNIARY
LOSS) ARISING OUT OF THE USE OF OR INABILITY TO USE
THE SOFTWARE OR ANY THIRD PARTY SOFTWARE, EVEN IF
RIM HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH
DAMAGES. THIS LIMITATION IS INTENDED TO APPLY AND
DOES APPLY WITHOUT REGARD TO WHETHER SUCH
DAMAGES ARE CLAIMED, ASSERTED OR BROUGHT IN AN
ACTION OR CLAIM SOUNDING IN TORT OR CONTRACT, OR
BASED ON THE BREACH OF ANY EXPRESS OR IMPLIED
WARRANTY, OR UNDER ANY OTHER LAW OR FORM OF
ACTION. IN NO EVENT SHALL RIM'S LIABILITY TO YOU
EXCEED THE COST OF REPLACING THE MEDIA UPON WHICH
THE SOFTWARE IS RECORDED.
5.6 This SOFTWARE is provided with RESTRICTED RIGHTS. Use,
duplication or disclosure by the U.S. Government is subject to
restrictions as set forth in DFARS 227.7202 or in FAR 52.227-19, as
applicable. Contractor is Research In Motion Limited, 295 Phillip
Street, Waterloo, Ontario, Canada N2L 3W8.
5.7 This LICENSE is to be construed in Canada under the laws of the
Province of Ontario and in the United States under the laws of the
State of Texas, except for any body of law governing conflicts of law.
BlackBerry Enterprise Server Software - Administration & Getting Started Guide
Index
Numerics
5401 error, 65
5403 error, 67
5404 error, 67
BESMonitor
connection down FAQ, 59
disabled FAQ, 59
BlackBerry Enterprise Server
Management
about, 6
A
about
BlackBerry Enterprise
Server Management, 6
the server, 5
this guide, 7
C
adding
disclaimer text, 17
global redirection filters, 29
licenses, 35
server, 14
users (mailbox level), 43
users (server level), 21
users from a list, 22
users from file, 23
users from Global Address
Book, 25
creating server, 14
all points bulletin, sending, 35
assigning a new PIN, 56
changing handhelds, 56
clearing in-cradle status, 49
connecting handheld to PC, 48
D
database, refreshing, 28
deleting
global redirection filters, 33
deleting server, 21
disabling handheld, 46
disclaimer text
add, 17
docking cradle, using, 48
AutoBCC messages, 17
E
B
editing system information, 37
BBSRPTEST, 59
email
adding filters, 29
deleting filters, 33
monitoring redirection, 29,
51
sending to multiple
users, 35
enabling handheld, 46
encryption keys
FAQs, 57
generating, 50
errors, 65
5401, 65
5403, 67
5404, 67
no service name, 67
exporting
system information, 39
user information, 27
F
file, importing users from, 23
filters
adding, 29
deleting, 33
FAQs, 57
frequently asked questions, 57
BESMonitor status is
disabled, 59
failure of encryption
keys, 57
failure of filters, 57
failure of replying, 57
laptop user, 60
SRP connection is down, 59
G
generating encryption keys, 50
Global Address Book,
importing users from, 25
global filters
deleting, 33
global filters, adding, 29
global stats, viewing, 39
H
handheld
adding licenses, 35
changing, 56
connecting to PC, 48
disabling, 46
enabling, 46
not receiving messages
FAQ, 60
I
importing
system information, 38
users, 23
importing users, 25
in-cradle status, clearing, 49
K
keys, generating, 50
L
R
licenses, adding, 35
redirection
adding filters for, 29
deleting filters for, 33
monitoring, 51
M
mailbox
administration, 41–56
viewing options, 41
redirector, reading the fields, 52
refreshing the database, 28
messages
adding filters, 29
deleting filters, 33
monitoring redirection, 29,
51
purge pending, 47
sending to multiple
users, 35
sending to one user, 55
removing
server, 21
users (mailbox level), 47
modify
server, 17
sending all points bulletin, 35
monitoring email
redirection, 29, 51
N
no service name error, 67
P
package contents, 7
PIN messages, sending to
multiple users, 35
PIN, registering new, 56
purging pending messages, 47
replying, FAQs, 57
resynchronizing the
database, 28
S
sending an all points
bulletin, 35
server
about, 5
add disclaimer text, 17
adding, 14
adding users to, 21
administering existing
users, 26
AutoBCC messages, 17
modifying information, 17
moving desktop users
to, 44
overview, 5
removing, 21
removing users from, 47
sending messages to users
on, 35
administering existing, 26
exporting information, 27
importing from file, 23
importing from Global
Address Book, 25
monitoring email
redirection, 51
reloading, 45
removing (mailbox
level), 47
sending a message to
one, 55
server administration, 13–40
Software License
Agreement, 69
stats, global, 39
system administration, 35
administering existing
users, 26
system administrator, sending a
message as, 55
system information
viewing and editing, 37
utilities
BBSRPTEST, 59
U
V
users
adding (mailbox level), 43
adding (server level), 21
adding from a list, 22
viewing
global stats, 39
system information, 37